Chief of Staff
Vio.com
AndroidiOS
First Line Risk and Control Manager
Updraft
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
iOS
About the role
- Lead Updraft’s strategic focus on ensuring Operations delivers for customers whilst remaining compliant with regulations.
- Responsible for complaints and quality assurance whilst also being the main point of contact for Compliance with regards to regulatory changes or requests.
- Set the overall strategy and identify relevant automation use cases through appropriate leadership and collaboration whilst being hands-on and having enough technical knowledge to work with Engineering to deliver on the changes.
- Report to the COO.
- Own Updraft’s complaints strategy and respond to individual customer complaints whilst progressing with automation of relevant use cases.
- Define and execute Updraft’s quality assurance framework, prioritising automated approaches.
- Identify themes within complaints or quality assurance outcomes and progress changes to minimise customer impact.
- Provide MI to Updraft’s 2nd Line Compliance team to demonstrate effectiveness of controls.
- Define and execute the overall Risk & Control Strategy.
- Lead on automation and AI development, identifying use cases, building solutions and continually improving through testing.
- Engage in new product discussions, providing the voice of the customer.
- Lead, mentor, and grow a team, fostering a culture of accuracy, efficiency, and customer-centric decision-making.
- Work closely with Data Science, Engineering, Compliance, and customer facing teams.
Requirements
- Experience: Strong background in complaints and quality assurance within Consumer Lending
- Start-Up Culture: Familiarity with start-up culture and comfort with fast-paced, evolving environments
- AI & Automation: Proven track record of improving efficiency through use of AI and automation
- Leadership: Proven experience in leading teams and managing cross-functional initiatives
- Communication: Strong interpersonal skills to collaborate with stakeholders and provide updates to the leadership team effectively
- Previous experience with consumer finance, particularly in credit cards, personal loans, or buy-now-pay-later products
